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Data Cloud vs Microsoft Dynamics 365 Customer Service comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Data Cloud
Ranking in CRM
34th
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
No ranking in other categories
Microsoft Dynamics 365 Cust...
Ranking in CRM
13th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
21
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of Data Cloud is 0.1%, up from 0.0% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.9%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

LT
Complex setup process impacts functionality and requires improvement
From my experience as a VP of sales, I was not involved directly with development and configuration, but every time I need some change in our strategy and data, it takes a lot of time from our development team or technical team to implement this change. It is not easy to add columns or information in the reports or in the information that I gathered from Data Cloud. It takes a lot of time, and it was not exactly what I was expecting. I had a project that required changing the views that I need from my team, and it took two to three months to make the change. It was just a simple click of a button and adding some information, so what I was expecting to take one or two weeks took three months. It was very complicated to implement in the beginning, and it took a lot of time. It is a very good product, but it is very complex to implement, change, develop, and integrate.
reviewer2748861 - PeerSpot reviewer
There is significant room for improvement in routing and setup challenges
The system is easy to use, especially when logging customer interactions or requests, which flow to the resolution teams. Users can attach documents and easily review past interactions. Microsoft Dynamics 365 Customer Service streamlines operations in my customer support department. The automation feature in Microsoft Dynamics 365 Customer Service impacts workflows positively by making work easier. When logging customer cases, they automatically flow to the resolution team instead of sending an email. Cases can be easily logged, and feedback can be checked in the same application without sending emails or calling the resolution team. The analytics and reporting tools work perfectly for improving service delivery. We can see full interactions, number of interactions, and how often customers reach out before resolutions, among other metrics. Since implementing the AI feature, our CS scores, customer effort scores, and customer satisfaction scores have improved tremendously. AI has several use cases where it responds to issues immediately and offers the best-case scenario for handling such cases, reducing human impact compared to manually processing complaints before resolution. The main benefit from using Microsoft Dynamics 365 Customer Service is the great improvement compared to the past manual method of escalating issues to the resolution team. Now, information is collected and logged, flowing to the resolution team, which has significantly improved turnaround times compared to the days it previously took to resolve customer complaints.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"We never had a problem with stability."
"I rate my experience with Data Cloud a nine out of ten."
"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."
"I liked the solution's web version and user interface."
"Microsoft Dynamics 365 Customer Service has valuable customization features."
"It is a stable product."
"I mainly do customer management, setting records, and things like that."
"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."
"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."
"There was a situation where we needed to integrate our system with other platforms quickly. Typically, this process would require using middleware or additional testing tools. However, integration was easy because we were using Microsoft Dynamics 365 Customer Service, which is a Microsoft product. It has built-in connectors that integrate with Microsoft systems, making the process much easier."
 

Cons

"It is a very good product, but it is very complex to implement, change, develop, and integrate."
"Customizability is both an advantage and a disadvantage. While it provides a suitable solution with many pieces to integrate, it also adds complexity."
"The solution could better integrate with other enterprise solutions."
"The technical support should be dramatically improved."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"The things that are needed are not available in the documentation."
"There are some occasional performance issues."
"The product doesn’t meet standard functionality. There should be enough features included in it."
"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."
"The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."
 

Pricing and Cost Advice

Information not available
"The pricing seems fair."
"In terms of cost, the product offers competitive pricing for its feature set."
"The solution has a corporate enterprise license, which large corporations sign."
"The product's licensing is straightforward. It's user-based, so you decide how many users you want to license, and that's it. On the value-for-money scale, it's average. You do get what you pay for, so I wouldn't call it expensive."
"It is more expensive than other vendors."
"The tool is a bit on the expensive side if we purchase it individually."
"While it will apply to all employees, not all will utilize it fully. From a cost perspective, it strikes a balance: It's not overly expensive but also not too cheap."
"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."
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Top Industries

By visitors reading reviews
No data available
Financial Services Firm
15%
Manufacturing Company
15%
Healthcare Company
8%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What needs improvement with Data Cloud?
There was excessive difficulty to customize for our business processes, so you either change to how they have it set up or you spend money getting someone to fix it. It would work, but it was time-...
What is your primary use case for Data Cloud?
We had Sales with Sales Cloud with a bunch of add-ons, and the things we wanted to do and the price was becoming untenable. So, we had to have an exit strategy. The main use cases were the same exa...
What advice do you have for others considering Data Cloud?
It is considered the Data Cloud CRM now. We deployed it to approximately nine or ten people. On a scale of 1-10, I rate this solution a 7.
What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?
The pricing is within the market range, but there is room for improvement. I have annual subscriptions.
What needs improvement with Microsoft Dynamics 365 Customer Service?
The main area for improvement is the pricing model. While it is competitive within the market, there is room for improvement, as is the case with most software vendors.
 

Overview

Find out what your peers are saying about Data Cloud vs. Microsoft Dynamics 365 Customer Service and other solutions. Updated: July 2025.
865,384 professionals have used our research since 2012.